Ann

Rated 1 out of 5Google

If I could give a minus I would. I called on Monday 28.09.26 to arrange to have 36 staples removed on 03.10.26 after having had an op. I spoke to an A I Assistant because I couldn’t speak to a real person , I explained that they needed to come out on 14th day asked who would be doing it, price and all the normal stuff. All booked for 16.30 on that date. I rang on the morning of 03.10 just to confirm and was assured all ok, everything was in place, I asked if we needed to bring anything and they said just the discharge papers from the hospital. We were just about to leave home and I got a call saying they were sorry but they didn’t have the specialist equipment to do the procedure !! When I asked why they said it was because it was booked through their A I. and they hadn’t realised. 🤷‍♀️🤷‍♀️. If their AI isn’t doing what it should then it needs to be disconnected and proper staff employed. You cannot book something like this then just cancel, the stress and anxiety this has caused is unbelievable. I would not recommend this place if it was the only place in London I’d rather take them out myself. 👎👎

Oct 2026

Reply from the clinic

Dear Ann, We do not accept the suggestion that Tower Bridge Hospital was responsible for providing postoperative care following surgery carried out by another provider. Patients contacting us after treatment elsewhere may require clinical review before we can agree to undertake any postoperative procedure. An appointment being requested or provisionally arranged does not override the need for an appropriate clinician to determine whether it is safe and suitable for our team to take over that care. Once the circumstances were reviewed, it was determined that the procedure required appropriate specialist involvement and could not simply proceed as initially requested. We will not compromise patient safety simply because an appointment has been made. We also wish to correct the suggestion that patients are unable to speak to a person. Our AI receptionist is an additional service designed to improve access. Patients can request to speak with our reception team at any time. We acknowledge that the suitability of the appointment should have been identified earlier, and we are reviewing that aspect of the booking process. However, we strongly disagree with any suggestion that the clinic should have proceeded with postoperative treatment relating to surgery performed elsewhere when the appropriate clinical arrangements were not in place. Where ongoing postoperative treatment is required, patients should in the first instance contact the surgeon or hospital responsible for their original procedure. Tower Bridge Hospital

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